Madhu Bantu

About Madhu Bantu

Experienced Information Technology Professional with over 12 years of proven expertise in PMO, Incident Management, Problem Management, Change Management, Vendor Management, and Service Delivery Management. Adept at building and maintaining strong working relationships, while contributing to business growth and operational excellence.In my current role as Service Delivery Manager at Medtronic, I am responsible for Operational Service Management and Vendor Relationship Management, overseeing key partnerships and ensuring seamless collaboration between internal teams and external vendors. I work closely with Global Service Desk and PCaaS teams to ensure all changes within the organizational environment are implemented smoothly, meeting capacity requirements and Service Level Agreements (SLAs).Skills:ITIL v4 CertifiedService Delivery ManagementVendor ManagementIncident ManagementChange ManagementProblem ManagementPresentation SkillsCustomer Service and Call Control StrategiesProblem Solving & Troubleshooting SkillsCreating Positive Conversations with Challenging CustomersIntroduction to AWS for Non-Engineers (Security, Core Services, Billing & Pricing)Six Sigma Foundation SkillsSAP ERP (Basis)Business Fundamentals for Customer Success ManagersContract Negotiation

Experience

1. Senior IT Technologist - Service Delivery Manager

   美敦力

   Apr 2024 — Present · IN

   As a Service Delivery Manager for Global Service Desk and PC as a Service (PCaaS), I am responsible for ensuring the efficient and high-quality delivery of IT services across global regions. I lead the service desk teams and oversee the lifecycle of PCaaS solutions, optimizing service performance and driving continuous improvement.Key Responsibilities:Service Delivery Management:Oversee the end-to-end delivery of Global Service Desk and PCaaS services, ensuring SLAs and customer expectations are met globally.Manage day-to-day service desk and PCaaS operations, including hardware provisioning, asset management, and lifecycle support.Team Leadership:Lead, mentor, and coach global service desk teams, ensuring high performance and alignment with business goals.Monitor KPIs and SLAs, taking corrective actions when necessary to meet service goals.Stakeholder & Client Management:Act as the main point of contact for stakeholders regarding service delivery, maintaining strong relationships with internal teams and external vendors.Report on service performance, incidents, and improvement plans to senior management.Continuous Improvement:Continuously assess service desk processes to enhance efficiency, reduce costs, and improve user satisfaction.Implement automation and tool enhancements to streamline operations and improve the end-user experience.Reporting & Metrics:Develop and present performance reports on service levels, incidents, and operational performance.Analyze key metrics to identify areas for service improvement.Budget & Resource Management:Manage budgets for global service desk and PCaaS operations, ensuring cost-effective service delivery.Forecast resource needs to ensure adequate staffing and support levels.Skills:ITIL best practices, service management tools (ServiceNow, Jira)Leadership and team managementProblem-solving and incident managementStrong communication and stakeholder engagement

Education

• Jawaharlal Nehru Technological University

  Bachelor's degree, Electrical, Electronics and Communications Engineering

  2010 — 2013

• Wrocław University of Science and Technology

  Master's degree, Electrical and Electronics Engineering

  2015 — 2017

Skills

• Research
• Microsoft Office
• Lean Six Sigma
• Meeting Minutes
• Wbs
• Project Charter
• Java
• Xmind
• Sql
• C
• Public Speaking
• Six Sigma
• Management
• Electrical Engineering
• Windows
• Electronics
• Project Plans
• C++
• Projectlibre
• Project Management Office (Pmo)
• Project Management